Analyst - Process Analytics - FCRM 5B

Overview

Customer-facing analyst role in the Card Protection & Scam Detection team, supporting a leading American banking client by handling inbound calls on card fraud and scams.

What you'll do

• Handle inbound voice calls from customers relating to card transactions, suspected fraud, scams, and account/card security.
• Identify and assess potential fraudulent or scam-related activity based on customer information and transaction details.
• Follow established card protection, fraud prevention, authentication, and escalation procedures.
• Demonstrate strong questioning and probing skills to understand the customer's situation and identify potential risks.
• Take appropriate action to protect the customer and their account while maintaining a positive customer experience.
• Accurately document customer interactions, investigation details, and actions taken.
• Handle sensitive customer information with a high level of confidentiality and professionalism.
• Escalate complex or high-risk cases to the appropriate teams in line with defined procedures.
• Meet defined SLA, quality, productivity, compliance, and customer experience metrics.
• Maintain a strong understanding of banking processes, card transactions, fraud/scam indicators, and customer protection practices.
• Demonstrate ownership of customer issues and provide clear, accurate, and empathetic communication.

What you'll need

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Practical, hands-on experience in banking or customer protection operations.
• Ability to remain calm and professional while handling difficult or sensitive customer situations.
• Strong analytical and investigative mindset.
• High attention to detail.
• Ability to work independently and take ownership.
• Willingness to learn and adapt to evolving fraud and scam scenarios.
• Bachelors in Business Analytics, Computer Science, or Statistics, or Masters in Data Science.
• Required skills: Customer Care Support, Fraud Detection, Fraud Investigations, Fraud Prevention.
• English language proficiency, Proficient - C2 (Required).

Nice to have

• Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB).
• Certified Fraud Examiner (CFE) - ACFE.
• Certified Risk Professional (CRP) - Udemy.

Details

• Location: INFOSPACE IT PARK, TOWER -4, JHARSA, Gurgaon, India.
• Work mode: Office work.
• Shift: Rotating (India).
• Job type: Regular.